Position:

Customer Service Representative

Location:

Hybrid - Plano, TX (4 days in office 1 day remote)

Job Type:

6-month contract with the potential to be extended

Compensation:

$17-$19/hr

Description:

This role will report directly to the Senior Manager, Digital Media. The Reviews Content Moderator is responsible for viewing and responding to reviews and ratings content on the company website as well as partner sites; to ensure the best customer experience and become Samsung’s voice. Moderators are integral in helping provide a wow customer experience to all Samsung customers.

Job Responsibilities:

Assist in reviewing/responding of all incoming reviews for mobile (mobile, tablet, watches) for the company website and partner sites. Follow standard operating procedures on responding, managing, and reporting on all incoming reviews.

• Become a product expert on all products in the company's exciting mobile category

• Provide direct responses to end-user consumer feedback using internal platform, or directly on partner’s portal

• Become and remain knowledgeable about the company response policies

• Improve end-user customer experience of products

• Where appropriate, escalate reviews that are outside of company polices

• Participate in regular meetings to discuss process improvements and updated guidelines

Skills:

• Minimum 2 years content moderations

• Bachelor’s degree in related field or equivalent experience

• Excellent written and verbal communication skills

• Self-starter and focused work ethic

• Strong emotional intelligence and resilience

• MS Office: Internet Explorer, Excel, Word and PowerPoint

• Attention to detail

Demonstrated ability to interact in a team setting. The ability to write, read, interpret, and act based on a thorough understanding of policies, guidelines and SOP. Ability to respond to both satisfied and dissatisfied customers in a professional and accurate way regardless of audience. Ability to take directions and carryout tasks without constant supervision. Ability to learn about, and understand with in-depth knowledge about specific products in multiple categories. Ability to support and assist best in class reporting for notable issues and trends for products. Willingness to take on other responsibilities as needed.